Delivery Policy

Last Updated: 15/05/2023

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At The Finery, we are committed to providing efficient and convenient delivery of your cleaned items. This Delivery Policy outlines the terms and conditions for the delivery process.

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Delivery Timeframe

  1. Minimum Delivery Time: The minimum time required for delivery is 4 days from the date of item pickup.
  2. Estimated Delivery Time: Upon pickup, we will provide you with an estimated delivery timeframe. We make every effort to meet the estimated delivery time, but please note that unforeseen circumstances, such as weather conditions or traffic delays, may affect the delivery schedule.

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Delivery Location

  1. Customer's Desired Location: We will deliver the cleaned items to the location you specify in our app during the order placement process. This can include your home, office, or any other designated address.
  2. Delivery Options: If you are unavailable at the specified delivery time, we offer two options:
  1. Doorstep Delivery: We can leave the items securely at your doorstep. However, please note that in this case, we cannot be held responsible for any loss or damage to the items after delivery.
  2. Concierge Delivery: If available, we can deliver the items to the concierge or front desk of your building or apartment complex. Please ensure that you provide accurate and detailed instructions regarding the concierge location and any necessary access codes or information.

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Delivery Confirmation

  1. Confirmation Call: Upon receiving your order, we will contact you by phone to confirm the delivery date and time. This allows us to ensure that the delivery is scheduled at a convenient time for you and to address any specific instructions or preferences you may have.
  2. Communication Updates: In the event of any unexpected delays or changes to the delivery schedule, we will make every effort to communicate with you promptly and provide updates regarding the status of your delivery.

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Delivery Requirements and Rescheduling

  1. In-Person Delivery: If you specifically request to be handed your delivery in person, we will make every effort to accommodate your request. However, if you are not available at the designated delivery time, we will reschedule the delivery at no additional cost.
  2. Service and Delivery Fees: The Finery does not charge any service or delivery fees for orders placed with us. We strive to provide a transparent and affordable service to our customers.

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Delivery Confirmation and Proof of Action

  1. Delivery Completion Photos: Our delivery team will take photos of the delivered items at your specified location as proof of task completion. These photos may be used to address any delivery-related issues and to ensure customer satisfaction.

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Modifications to Delivery Policy

The Finery reserves the right to modify or update this Delivery Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website or mobile application.

If you have any questions or concerns regarding our delivery policy, please contact our customer support team. We are committed to ensuring a seamless and satisfactory delivery experience for our valued customers.

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Refund Policy

Last Updated: 15/05/2023

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At The Finery, we strive to provide high-quality clothes cleaning services. We understand that issues may arise, and we are committed to resolving them to your satisfaction. This Refund Policy outlines the terms and conditions for refunds and compensation for damaged items.

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Eligibility for Refunds

  1. Timeframe: Customers have up to 1 week (7 days) from the date of item drop-off to raise a complaint regarding damage to their item(s).
  2. Complaint Process: To initiate a refund or compensation request, customers must contact The Finery's customer support team within the designated timeframe, providing relevant details about the damaged item and supporting evidence, such as photographs or videos clearly showing the damage.
  3. Verification: The Finery will conduct an investigation to verify the validity of the complaint. The investigation may include reviewing internal CCTV recordings, examining the item, and assessing the cleaning and handling process.

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Liability and Compensation

  1. The Finery's Liability: If it is determined that The Finery is liable for the damage to the item(s) during the cleaning and handling process, we will take responsibility for rectifying the situation.
  2. Repair or Replacement: In cases where the damaged item can be repaired to its original condition, The Finery will make reasonable efforts to fix the item.
  3. Compensation: If the item is deemed unfixable or irreparably damaged, The Finery will provide compensation up to AED10,000. The compensation amount will be based on the item's value, taking into account factors such as age, condition, and market price.

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Refund Process

Refund Options - Depending on the circumstances, The Finery offers various options for eligible refunds and compensation:

  1. Repair or Replacement: The Finery covers the costs associated with repairing or replacing the damaged item.
  2. The Finery Credit: Customers have the option to receive a credit equivalent to the value of the damaged item. This credit can be utilised for future services at The Finery.
  3. Partial or Full Refund: In situations where repair or replacement is not feasible, The Finery will issue a partial or full refund, determined based on the compensation amount.

Refund Method:

Refunds will be processed using the same payment method employed for the original transaction. Should the original payment method be unavailable or impractical, The Finery is committed to collaborating with the customer to identify a suitable alternative.

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Exclusions

This Refund Policy does not cover the following:

  1. Normal Wear and Tear: The Finery is not responsible for damages resulting from normal wear and tear, including but not limited to minor color fading, fabric softening, or natural material deterioration.
  2. Pre-existing Damage: The Finery is not liable for damages that were present on the item(s) before they were dropped off for cleaning.
  3. Inherent Defects: The Finery is not responsible for damages resulting from inherent defects in the item(s), such as weak seams, delicate embellishments, or incompatible materials.

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Modification of Refund Policy

The Finery reserves the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website or mobile application.

Please contact The Finery's customer support team for any questions or concerns regarding our refund policy. We are dedicated to addressing any issues promptly and fairly.

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